This agreement explains the working agreement with have with customers to provide our services.
1. PURPOSE
This Support and Service Policy explains the level of support provided to subscribers of our online services and sets out our approach to maintaining a reliable and accessible service.
This policy is intended to provide transparency regarding our normal operating practices. It does not create any additional contractual rights beyond those contained in our Terms and Conditions.
2. SERVICE AVAILABILITY
We use commercially reasonable endeavours to ensure that our online services remain available and accessible to subscribers throughout the subscription period.
As with any internet-based service, temporary interruptions may occasionally occur due to:
- Planned maintenance
- Software updates
- Third-party service outages
- Internet connectivity issues
- Circumstances beyond our resonable control
Where practicable, planned maintenance will be scheduled outside normal UK school hours.
3. SUPPORT HOURS
Customer support is normally available during UK business hours:
- During term time, Monday to Friday, 9:00am to 5:00pm (excluding public holidays in England).
- Outside of term time, 3 days per week via email (excluding public holidays in England). These days will usually be Monday, Wednesday and Friday.
Support requests received outside these times will be handled on the next working day.
4. CONTACTING SUPPORT
Support requests should be submitted by email to: support@growpoint.com
When contacting support, customers should include sufficient information to help us investigate the issue, including:
- Your name
- Description of the problem
- Any relevant screenshots or error messages
- Steps already taken to try to resolve the issue
5. RESPONSE TIMES
While we do not guarantee response times, our normal targets are:
- General enquiries: within one business day
- Technical issues affecting access to the platform: within two business days
- Critical service outages affecting multiple users: as soon as reasonably practicable
Resolution times will vary depending on the nature and complexity of the issue.
6. PLATFORM UPDATES
From time to time we may update our services to:
- Improve performance
- Fix defects
- Introduce new features
- Enhance security
- Update content
These updates may be deployed without prior notice where necessary to maintain the integrity or security of the service.
7. CUSTOMER RESPONSIBILITIES
Customers are responsible for:
- Maintaining appropriate internet access
- Using a supported web browser
- Keeping login credentials secure
- Ensuring authorised users comply with our Terms and Conditions
We cannot be responsible for issues arising from local network restrictions, browser settings or third-party devices.
8. SERVICE LIMITATIONS
Our services are provided as online training and professional development resources.
While every effort is made to ensure the accuracy and availability of the content and platform, we do not guarantee uninterrupted access or operation free from errors at all times.
9. POLICY CHANGES
We may update this Support and Service Policy from time to time to reflect changes in our services or operating practices. The latest version will be made available through our website or customer portal.
10. SUBSCRIPTION RENEWALS
Online subscriptions purchased on a recurring basis will automatically renew at the end of the current subscription term unless cancelled in accordance with our Terms and Conditions.
For schools-based subscriptions paid by invoice: we will normally send a renewal reminder to the contact details we hold on file approximately one month before the renewal date. It is the customer’s responsibility to ensure that these contact details remain accurate and up to date. We cannot be responsible for renewal reminders that are not received because incorrect or outdated contact information has been provided.
Following an automatic renewal, we offer an informal grace period where customers may cancel the renewed subscription within 14 days of the renewal date by notifying us in writing. If we receive notice during this time, at our discretion, the renewal will be cancelled and any payment received in respect of the renewal will be refunded in accordance with our Terms and Conditions.
After the 14-day cancellation grace period has expired, the renewed subscription will continue until the end of the current subscription term and will not normally be eligible for cancellation or refund.